Kiauna D. Eackles
Wichita Falls
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
6
6
years of professional experience
Work History
Customer Service Representative II
Conduent
07.2022 - 02.2025
- Collected, posted and managed patient account payments.
- Processed invoice payments and recorded information in account database.
- Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Managed high-volume call queues while maintaining service quality.
- Provided accurate information on insurance coverage and claims processes.
- Educated patients on available health programs and resources offered.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Adhered to HIPAA regulations when handling confidential patient information.
- Utilized CRM software to track customer interactions and service requests.
- Handled escalated customer complaints with empathy and professionalism.
Customer Service Specialist
SiriusXM
Irving
08.2020 - 07.2022
- Resolve customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Help customers open accounts, make deposits, update information and carry out range of routine actions.
- Troubleshot shortages and overages to support quality control efforts.
- Roll out operational improvements and solutions to deliver top-notch customer service.
- Answer Inbound Calls regarding enrollment of the SiriusXM radio, light technical support issues.
- Educated customers on features and benefits of SiriusXM products.
- Conducted follow-up communications to ensure customer satisfaction and loyalty.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Trained new hires on products and services, best practices, and protocols to reduce process gaps.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
Operations Support Agent
MasTec(Contract)
Coppell
02.2019 - 06.2020
- Assisted with development and implementation of quality controls, productivity standards and compliance guidelines.
- Delivered highest level of support, assistance and professionalism to each customer to uphold company commitment to service.
- Responded to complex operational issues of internal and external customers.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Provided technical support for customers via phone and email communications.
- Guided customers through troubleshooting steps to enhance user experience.
- Monitored incoming emails to ensure that all inquiries were responded to promptly.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Education
Bachelor of Science - Criminal Justice
Strayer University
Little Rock, ARCentral High School General Education
Little Rock, ARSkills
- Customer Account Management
- Issue and Complaint Resolution
- Customer Data Confidentiality
- Data Entry and Maintenance
- Verbal and Written Communication
- Call Documentation
- Efficient and Detail-Oriented
- Establishing and Maintaining Customer Relationships
- Team-Oriented and Cooperative
- LiveChat Messaging
- Sales Quota Achievement
- Administrative and Office Support
- Healthcare regulations knowledge
- Customer service excellence
- Effective communication
- Problem solving
- Attention to detail
- Call center procedures
References
References Available Upon Request
Timeline
Customer Service Representative II
Conduent
07.2022 - 02.2025
Customer Service Specialist
SiriusXM
08.2020 - 07.2022
Operations Support Agent
MasTec(Contract)
02.2019 - 06.2020
Bachelor of Science - Criminal Justice
Strayer University
Central High School General Education